Published July 12, 2023
Survey Data Shows That NextLot Provides World Class Customer Service
NextLot, Inc., a Raleigh, NC, based online auction software company, is a change agent in the auction industry. One key area where the company has innovated is by providing best-in-class customer service.
First of all, the company was the first to offer its clients dedicated Account Managers. When an auction company signs on as a client of NextLot, it receives a dedicated Account Manager who becomes familiar with its business and helps to implement best practices to make its auctions run as successfully as possible. The Account Manager also has a team of support representatives, led by a team leader who has been with NextLot for at least 10 years, to provide support when the Account Manager is tied up or out of the office. This approach ensures that clients get the help that they need when they need it most. Next, NextLot is the only auction software company to provide branded bidder support. NextLot gives an auction firm a local support phone number with its area code, making 24/7 customer support branded for the auction company. When the phone rings, NextLot support representatives can see the name of the auction company flash in its phone system and answer the phone with the name of the auction company. Auctioneers appreciate this service because bidders think they are getting helped directly by their auction company, not a third-party service provider, and bidders are able to get faster service because the support representatives know which auction firm the bidders are calling for. In addition, NextLot provides a dedicated support representative to assist an auctioneer with their auction on auction day. Unlike other online auction providers which have call centers with long wait times and limited hours, NextLot representatives are available whenever an auction company is running an auction, day or night. The auction firm receives the name of the support representative, along with his or her phone number and email address, so it can get in touch at a moment’s notice. This ensures that any issue or question gets resolved quickly. Finally, NextLot is the first and only online auction provider to call bidders on auction day to help them login. This unique and valuable service helps to maximize online participation.
Has NextLot’s customer service innovations proven effective? The short answer is Yes. NextLot measures its customer service success by tracking a metric called Net Promoter Score on a quarterly basis, which is calculated by evaluating the answers to this one question: Would you recommend NextLot’s customer service to a friend or colleague? The company began to track this metric in the third quarter of 2022 and received an NPS score of 77. By quarter one of 2023, this score had increased to an 84. An NPS score of 50 or above is considered excellent, a score above 70 is considered world class https://blog.hubspot.com/service/what-is-a-good-net-promoter-score.
Scott Finkelstein, NextLot’s CEO, had this to say about the company’s customer service: “NextLot is a family owned business, and we treat our auctioneer partners like family. We believe that every auction is important and that our clients’ success is our success. Auctioneers deserve superior customer service, and I am proud of our team for achieving a best-in-class NPS score of 84 in customer satisfaction.”
About NextLot, Inc.
NextLot provides auctioneers with a fresh approach to online-timed and live webcast auctions by providing extremely easy to use, mobile friendly, privately branded software for three main auction formats: Timed Auction, Webcast, and Pre-Bid. NextLot, founded in 2007, has run over 37,000 online auctions and has sold $28 billion in gross merchandise value on its platform.